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Usability improvements for CM/Track V3

The following usability improvements for the CM/Track V3 have been made.

Configurable defaults for case list filters and sorting (#657134)​

It is now possible to define default settings for the filters and sorting options for the case list. This allows adjusting the defaults to match the customers' expectations. The settings are made in the new Case list filters section on the Portal configurations page of the Web Admin Suite.

The following settings are available:

  • Default for case filter: Defines the default value of the Show filter. If the user does not have permissions to view the cases of its company, the filter will always be set to My tickets regardless of the defined default value.
  • Default for queue filter: Defines the default value of the queue filter below Filter by. If the user does not have access to the selected queue, the filter will be set to All queues.
  • Default for status filter: Defines the default value of the status filter below Filter by.
  • Default sorting criterion: Defines the default value of the sorting selector below Sort by.
  • Default sorting direction: Defines the default value of the sort order button.

On update, the config.json files of all existing portal configurations and the template are updated with the current default values.

Instructions for the initial comment (#662227)​

It is now possible to configure the comment field which is displayed when creating a new case in CM/Track V3. If the users should not add a comment during case creation, the comment field can be hidden. If a comment field is shown, it can be prefilled with instructions. Alternatively, the instructions can be shown as a placeholder which vanishes as soon as the user starts typing the comment. This allows to provide detailed guidance for case creators, so that they know which information to include in their initial case description.

The configuration is done on the Portal configurations page of the Web Admin Suite. The Edit tile window of the tiles on the case creation page has been extended by the section Comment field settings with the settings:

  • Hide comment field: Default False, i.e. the comment field is shown
  • Initial content type: Default Placeholder, i.e. the initial text vanishes on click.
  • Initial content: By default a generic instruction is shown in the configured language. The text can be formatted using HTML tags.
Editor size

If you want to add a long instruction, you might need to increase the height of the comment editor (section Rich text editor, setting Minimum editor height (px))

Handling of field visibility in activity forms changed (#663443, #663582)​

The setting Visibility which can be defined for data fields is now ignored in activity forms in CM/Track V3 to make the behavior consistent with the Web Client. The defined visibility applies when a case is created or viewed. It is not considered in activity forms because it is assumed that all fields which are added to a form should be visible.